Role: Service Desk Analyst Experience: 2-3 years Work Mode: REMOTE
JD: Responsibilities • Provide white-glove, End User Service Desk Support via phone, email, SMS, and chat. • Manage an open ticket queue including Incidents, Requests, Tasks and Changes across multiple ticketing systems such as Service Now, Fresh Service and Zendesk. • Document all incoming and outgoing communications with all customers, including daily ticket follow-ups in the respective ticketing system. • Perform resets in systems such as Active Directory, Entra, Office 365 Admin and Okta. • Perform uninstall/reinstall of approved software applications to devices. • Provide support for Multifactor Authentication, SSO Applications and VPN technologies. • Support various industry standard applications such as Veeva. • Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories. • Administer Office 365 including Distribution List (DL) Management and Shared Mailbox support. • Manage Adobe license administration and user provisioning. • Perform Okta administration including user lifecycle management and application assignments. • Manage Share Point access including permissions, site access, and group membership. Onboarding and offboarding of clients employee via AD, Entra, or other supplied software




Required Skills • CompTIA A+ certification or equivalent. • 2–3 years of progressive experience in a Technical Support role with an MSP or call center IT support environment. • 1+ year Mac OS experience. • 1+ year of supporting VIP or C level executives • Understand of the ITIL framework • Experience supporting Microsoft 365 applications and M365 Admin • Experience with Microsoft Share Point from and access management • Experience with Active Directory and Microsoft Entra. • Experience with Service Now ticketing system; additional ticketing systems are a plus. • Experience with remote access tools such as Connect Wise. Additional remote tools are a plus. • Experience with Okta administration. • Experience remotely troubleshooting Windows hardware and software break/fix issues. • Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, and WiFi. • Understanding of call center metrics and KPIs. • Ability to multi-task and experience working in a rapid-paced environment. • Ability to follow and understand complex documentation • Strong technical troubleshooting and customer service skills. • Strong verbal and written communication skills. • College or technology school degree preferred

📌 Service Desk Analyst (India)
🏢 Talentgigs
📍 India